Revolutionizing Salesforce Case Assignment with Q-assign

Elevate Service Team performance in Salesforce with an Intelligent and AI-enhanced Case Assignment System.
Leveraging the AI-powered capabilities of Q-assign, service teams are now positioned to attain unprecedented levels of efficiency and customer satisfaction. This native Salesforce solution automates the case distribution process, thereby enhancing agent productivity and streamlining work flows. With Q-assign, you’re not just assigning cases – you’re strategically allocating resources in a manner that drives optimal outcomes for both your team and your customers.
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Industry

All Industries

Case Resolution Time

Time taken to resolve cases from the point they are assigned.

Agent Utilization Rate

Percentage of work hours spent actively working on cases.

Customer Satisfaction Rate

Percentage of customers who rate their service experience as satisfactory or above.

First Contact Resolution

Percentage of cases resolved upon first interaction.

Cost Per Case

The overall cost involved in resolving a single case.

Personas

Case Manager

Manages the assignment and delegation of cases among the Service Team.

Customer Service Agent

First point of contact for customers, responsible for initial case logging.

Tier-2 Support Agent

Specialized agent responsible for dealing with more complex cases.

Salesforce Administrator

Ensures the configuration and maintenance of Salesforce systems, including Q-assign.

Problem statement

Service Teams often struggle with inefficient case distribution, leading to delayed responses and resolutions.

Pain points

Unbalanced case load among agents.
Inability to prioritize urgent cases.
Manual case assignment eats up valuable time.
Lack of actionable insights to improve case assignment.
Customer dissatisfaction due to delayed or inadequate service.
Difficulty in reassigning cases when needed.

Solution

Q-assign solves these pain points by leveraging AI to intelligently distribute cases among agents. Its dynamic rules and load-balancing features ensure efficient and effective case management.

Features

Dynamic Rules

Configure rules to automatically assign cases based on various parameters like agent skill, case type, etc.

Point-and-Click Configuration

Easily configure assignment rules with simple point-and-click settings, no coding required.

Load-Balancing

Ensures equitable distribution of cases among agents.

Automated Reassignment

Auto-reassigns cases to other agents in case of delays or non-availability.

Plug-in Actions

Allows for additional actions to be triggered post-assignment like sending notifications.

Segmented Rules Engines

Enable rules to be applied in segments, making the system extremely flexible.

Benefits

Enhanced Efficiency

Dynamic rules and AI-driven insights contribute to increased team efficiency.

Faster Resolutions

Intelligent case assignment enables faster case resolutions, enhancing customer satisfaction.

Resource Optimization

Load-balancing ensures optimal utilization of available resources.

Reduced Operational Costs

Automated features significantly cut down manual operations, thereby reducing costs.

Improved Scalability

Features like point-and-click configuration make it easy to scale operations.

Conclusion

Adopting Q-assign empowers Salesforce Service Teams by enhancing productivity, optimizing resource allocation, improving customer satisfaction, and stimulating revenue growth.
Q-assign is available on a FREE 30-day trial. This includes the complete working product with all features enabled. To apply for your trial or to set up a demo/discovery call, please contact